["Customer support / eCommerce Solutions Consultant","Customer support / eCommerce Solutions Consultant"]

Job Title: Customer sopport/eCommerce Solutions Consultant
Location: Glenview, IL (Remote)
Duration: 12 months contract

JOB DESCRIPTION

• Responsible for supporting a select group of digital applications and eCommerce storefronts from a technical perspective.
• The candidate will complete user onboarding steps, manage customer accounts, while looking to enhance processes and procedures.
• Work with internal and external customers to ensure business needs are met and customer satisfaction is reached through various core competencies and skills.
• Lead the demonstration of solutions and training for users on digital technology, provide support in updating training documents, and serve as a backup for other team members.

• Responsible for supporting a selected group of digital applications including ERP software for eCommerce business through user onboarding and account management.
• Conduce demonstrations of solutions and training for users on our internally grown digital technology, provide collateral and updated training documents and serves as an escalation point to troubleshoot non-common issues and user onboarding.
• Tracks open issues to ensure quick response and action from support teams.
• Identify customer needs and help customers use specific features.
• Learn and use internal support applications to help facilitate ticket triage and customer inquiries.
• Update/Create internal databases with information about technical issues and useful discussions with customers.
• Assists with identifying potential process bottlenecks and works with the management team to resolve issues.
• Follow up with customers to ensure their technical issues are resolved.
• Responding to customer queries promptly and accurately via phone, email or chat.
• Performs incidental project management, including planning, research, analysis and implementation of deliverables and action items.
• Demonstrated competencies in team building, decisiveness, assertiveness while maintaining diplomacy, an analytical problem solver.
• Maintain a positive attitude and calmly respond to customers' complaints.

• Experience as a Help Desk/ Customer Care Specialist or similar Customer Support role.
• Familiarity with the eCommerce industry is a plus.
• Experience using help desk software and remote support tools
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Detailed oriented
• Self-starter
• Ability to quickly diagnose and resolve technical issues
• Exceptional teamwork and leadership skills to help other technical support workers
• Ability to learn new technologies and implement them
• Personable and attentive with strong interpersonal skills
• Knowledge of support applications such as JIRA, Confluence, ServiceNow, Power BI, Access Database
• Responding to customer queries promptly and accurately via phone, email or chat.
• Performs incidental project management, including planning, research, analysis and implementation of deliverables and action items.
• Acts as project sub-task lead on small projects.
• Manage daily tasks
  
  
  
  
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